Customer Experience Reporting Analyst | Hybrid Cebu

Hydro Systems; Cebu City; Hybrid; PHP 335,000 - 670,000; Full time

Job summary

Dover Business Services in Cebu City, Philippines is hiring a Reporting Analyst in Customer Experience to generate accurate reports from CRM, ERP and Salesforce, and to develop dashboards and scorecards for the team. This role is hybrid and centered in Cebu City with global stakeholders.

The ideal candidate has a Bachelor’s degree and 2–3 years in a Reports Analyst role within BPO or Shared Services, plus strong Excel (Macros/VBA) and preferably Power BI skills.

Qualifications

• Bachelor’s Degree in any related field.
• 2-3 years’ experience as a Reports Analyst in a BPO or Shared Services.
• 5 years in the BPO/Shared Services Industry specifically on Customer Service.

Responsibilities

• Generate accurate reports from multiple tools such as CRM, ERP, Salesforce.
• Send/upload reports on external customer applications in timely manner.
• Create dashboards, scorecards and metric tracking for the team.
• Analyze and interpret reports about past performance including KPIs, metrics and collaborate with the rest of the DFR Team on key findings and challenges.
• Establishment of process for reports, scorecards and other related procedures.

Skills

Excel macros VBA

Power BI

Education

Bachelor’s Degree in any related field

Job description

Dover Business Services in Cebu City, Philippines is hiring a Reporting Analyst in Customer Experience to generate accurate reports from CRM, ERP and Salesforce, and to develop dashboards and scorecards for the team. This role is hybrid and centered in Cebu City with global stakeholders.

The ideal candidate has a Bachelor’s degree and 2–3 years in a Reports Analyst role within BPO or Shared Services, plus strong Excel (Macros/VBA) and preferably Power BI skills.